S5 Building Healthcare Relationships Flashcards
Consists of the characteristics of being a good or bad person and being ethical
trust
Belief in the integrity and reliability of another person
trust
Trust is a mix of ____ and ____
character; competence
A social contract that binds health professionals to technical competence as well as to moral discretion
trust
Trust is a _____ while trustworthiness is a _____
characteristic; behavior
The quality we use to describe an individual who can be trusted to accept general information without exploiting it, supporting vulnerabilities and remaining in the relationship
trustworthiness
Displaying ____ is a building block for developing trust
trustworthiness
Trust exists on these two levels
- trust in oneself 2. relationship trust based on interpersonal skills
The foundation of self-trust is _____ based on a mix of characteristics
credibility
Credibility is based on a mix of these 4 characteristics
- integrity
- intent
- capabilities
- results
Credibility characteristic: honesty; humility; courage; making and keeping commitments; acting on beliefs and values; being open-minded to new ideas.
integrity
Credibility characteristic: genuine caring; motives and based on the best for others
intent
Credibility characteristic: talent, attitudes, skills, knowledge and interpersonal style
capabilities
Credibility characteristic: responsibility and accountability
results
Relationship trust is based on _____
interpersonal skills
Exists when colleagues and patients feel safe in disclosing personal information, displaying vulnerability and displaying confidence
relationship trust
Exists when others feel that the professional has regard for their best interests and when they feel there is a rapport; honesty; caring; respect; openness, loyalty; clear expectations; and commitment
relationship trust
Employees are most likely to trust their direct supervisors when the supervisors show ____ between their words and actions.
consistency
In terms of relationships between peers, ____ skills and ____ are most valued
listening; cooperation
5 behaviors which tend to build trust in a workplace.
- communicating openly and honestly
- showing confidence in others abilities
- keeping promises and commitments
- listening to and valuing others opinions
- mutual cooperation
The characteristics which affect trust in patient-professional relationships include feeling that their problems are ____; understanding that each patient’s experience is ____; and that communication is _____
thoroughly evaluated; unique; clear and complete
6 behaviors that reduce trust
- self-interest
- mixed messages
- avoiding responsibility
- jumping to conclusions
- making excuses
- blaming others
The highest trust-reducing behaviors
- self-interest
2. mixed messages
The highest trust-reducing behaviors between peers
- self-interest
2. blaming others
Highest trust-reducing behaviors in employees
- lack of responsibility
2. making excuses
T or F. Trust is automatic and constant
F
Trust is the result of demonstrating and building trustworthiness based on ____ and ____
character; competence
The mix of trust and competence results in these 3 things
- reduced anxiety
- improved functioning
- reduced distress for all involved in interpersonal relationships
